Delivery speed is crucial when making online purchasing decisions. In this article, we'll explain why accurate delivery time information is crucial from a legal perspective.

The acceleration of delivery speeds is now clearly visible, and according to numerous studies, delivery time is a key factor when deciding whether to make a first or repeat purchase from an online store. Customers typically expect to receive their products within a few days at most. The growth of q-commerce (quick-commerce) is also contributing to increased expectations in this regard.

Order processing time and delivery time

In this context, it's worth considering how online stores should communicate delivery times. First, it's important to distinguish between the time it takes the store to process the order and the time it takes the carrier to deliver the product. Together, these two periods constitute the delivery time. Therefore, in our online store's terms and conditions, and ideally also in the information tab (e.g., "Delivery Time"), we can provide the following information:

Order processing time is 1 business day. Please add 2 business days for courier delivery. Therefore, you will receive your package within 3 business days.

If we only provide information about the order processing time, this information will be incomplete. Consumers may then confuse the order processing time with the delivery time and expect to receive their order sooner.

Can imprecise or false information about delivery times constitute a practice that violates the collective interests of consumers?

Yes, the President of the Office of Competition and Consumer Protection (UOKiK) confirmed this in its decisions. For example, if a seller states that a product is available "immediately," but order fulfillment is delayed due to unavailability or exceeds, for example, 48 hours on average, creating the impression of immediate shipment may constitute a practice that violates the collective interests of consumers. If we know that delays may occur in order fulfillment, it is worth implementing provisions that allow us to provide more flexible information about delivery times, for example:

Order processing time is typically 1 business day, but no more than 3 business days. This period includes 2 business days for courier delivery. Therefore, you will receive your package within 3 to 5 business days. 90% of orders reach our customers within 3 business days.

Foreign sales

The distinction between order processing time and delivery time is crucial, especially when it comes to international sales. Shipping to another country typically takes longer, and consumers must be properly informed about the total time they can expect their shipment.

We asked Paxy ( https://www.paxy.pl/ ), which provides courier services to most Central European countries, for a comment on this topic:

"Informing cross-border e-commerce consumers about delivery times to a specific country is important for ensuring a positive shopping experience in a given store. It affects not only the image of the store itself, but also the perception of the courier company and customer loyalty to both brands.

The most important thing is detailed information – without half-measures or omissions. It's important to provide the end customer with accurate and reliable information about estimated delivery times, avoiding both oversimplification and complicated or complex messages filled with unnecessary content.

In shipment delivery communications, it's important to highlight factors that may impact delays, such as national holidays, weather conditions, or excessive carrier workload during peak trading periods. This will allow customers to have realistic expectations regarding delivery times.

Customers like to have a variety of delivery options to choose from, so they can choose the one that best suits their current needs. It's important to include the most popular options in a given national market, including delivery to a home address, a collection point, or a parcel locker.

Of course, the icing on the cake is tracking – that is, tracking your shipment online. A message with a tracking link doesn't cost much, but it gives shoppers a sense of control and allows them to closely monitor the delivery progress, while saving hours of work in the e-commerce customer service department," says Aleksandra Fabisz-Zblewska from Paxy.

We also asked Paxy about the specifics of international parcel delivery.

"Delivering international parcels within the European Union is significantly simplified, primarily due to the absence of customs and tax fees, which are mandatory for sales outside the EU. This significantly simplifies the entire process and shortens delivery times.

At Paxy, thanks to our partnerships with local suppliers in a given country, who handle the "last mile"—the final stage of delivery—we achieve exceptional time efficiency. We deliver parcels from Polish online stores to recipients in 12 European countries within 24, 48, or 72 hours, depending on the country. We partner with the most popular and preferred courier companies in each target market, ensuring consumers have freedom of choice and reliable delivery quality.

Returns are a significant factor in international parcel delivery, and they occur just as frequently in Poland. Consumers always have a specific time to return the goods, and it's also possible they won't collect them at all. Therefore, such a package must be returned to the courier, who will then take it back to Poland. At Paxy, we have local warehouses in the delivery countries, making this process much easier for both the end customer and the online store itself.

The method and quality of product packaging are also crucial for international deliveries. International shipments are exposed to longer journeys, so solid and properly secured packaging is extremely important," Paxy points out.

Payment method and shipping speed

Currently, due to the popularity of fast online transfers, the payment method typically doesn't affect shipping speed. However, consumers should be informed that the indicated order processing time is calculated from the date the transfer is credited to the store's account. This is especially important when paying by traditional bank transfer. For example:

The order fulfillment time is counted from the moment the payment for the product is credited to the Seller's bank account in the case of payment by bank transfer or card.

What is the longest possible delivery time?

Although both sellers and consumers are interested in the shortest possible delivery time, it should be noted that, in accordance with Polish regulations, in the case of consumer sales, the seller is obliged to deliver the item to the buyer immediately, no later than thirty days from the date of conclusion of the contract, unless the contract provides otherwise.

Terms and Conditions are an integral part of the sales contract concluded between the seller and the customer. We may specify a longer delivery time therein – for example, when justified by product personalization or custom-made products. However, we must ensure that the consumer consents to the longer delivery time.

Summary

Accurately indicating delivery times in online stores is important not only for conversions but also for the seller's legal obligations. Always ensure that your online store provides clear information about the total time it will take the consumer to receive their shipment.